MobiKwik - Manager - Call Center Operations

Roles and Responsibilities :

- Managing the customer support departments day-to-day functions.

- Responding to escalated customer support issues.

- Implementing customer support processes to enhance customer satisfaction.

- Formulating and revising customer support policies and promote their implementation.

- Informing the team of all new information related to products, procedures, and trends.

- Assessing support statistics and preparing detailed reports on the findings.

- Overseeing and evaluating the team's ongoing training efforts.

- Delivering performance evaluations and following the disciplinary process according to company policy.

- Interacting with all business stakeholders to minimize customer escalations/grievances and product improvement

Desired Candidate Profile:

- Prior experience (7-10 Years) as a call center manager or any equivalent managerial position.

- Experience with customer service is compulsory in email process primarily.

- Proficient with MS Office and Call Centre software programs i.e. Fresh desk etc.

- Strong knowledge of performance evaluation techniques and customer service metrics.

- Driven and result oriented.

- Strong problem-solving ability and analytical skill.

- Excellent multitasking, time management, and leadership skills.